I don’t normally write many reviews, but I felt should share. Works as advertised but I feel somewhat deceived by what Arris doesn’t tell you. I’m attempting to explain in detail so you can make an informed decision when deciding to purchase this system. Hopefully this review can be seen by someone who makes decisions for Arris.
Cons:
- It’s unbelievable that even spending $600+ for a router you don’t have the option to manage the router from your computer. Meaning If the app isn’t updated per Apple guidelines or Arris decides to no longer provide development you can no longer access your device, troubleshoot, or make changes to network. Horrible idea.. please please please change this in the next firmware update. It makes no sense even if the goal is to provide a simple user experience.
- I’ve had to install and uninstall the app several times as it states it can’t find my system.
- Arris website states you can access the system from anywhere, this is incorrect you MUST be connected your Surfboard Max WiFi network or the app doesn’t work.
- No access point mode meaning I can’t even use my $600 system to extend my existing network should Arris decide they no longer support the app.
- Be prepared to call the dedicated support line when your app doesn’t work. Again makes no sense that there isn’t a self management option that doesn’t require a cellular data/Bluetooth connection.
- Forgotten/Locked out of your email? Your device is now a $600 brick. Again can’t make any changes to your system without the app and the email used to originally register the system.
- When setting up your system the app setup asks you what type of existing setup you have. Regardless of the option you choose the Surfboard will setup the same way. This is very deceiving again and makes me feel as Arris believes I’m an idiot and don’t understand what my current setup or how I’d like to setup the system.
-No customization outside of pretty much changing your WiFi name and password. There are technically more options but definitely only the absolute minimum options are provided in order for the system to work with different internet connections so you don’t return the product.
- Final Con for the sake of your time. There is extremely limited information on troubleshooting on your own as well as product specifications. You are forced to contact support if the app doesn’t have connection, because if your system malfunctions you cannot connect to the device to troubleshoot it through the app which is the only way to access the system. Help me understand who decided it would be a good idea to require a customer to contact a paid support employee for a product that does not bring in recurring revenue. I’m really not sure how this made it to market with this in mind. There should be multiple options provided to prevent a customer from calling your company. Just about every corporation has this figured out. Provide as many options for the customer to fix their problem as possible to prevent them from calling and having to pay a human to fix their issue.
Now for the Pro’s
- Absolutely the best coverage I’ve had in a mesh WiFi system and I’ve used several. I have a fairly large home and there is nowhere where I get less than 3 bars of WiFi. I have a 1Gb fiber connection and pull about 400Mbps down and 500Mbps anywhere in my home with over 20 devices running at any given time.
- Setup through the app took longer then other options but it was fairly easy. Asks you a couple of questions and your WiFi is up and going. I’m sure a 5 year old that can read would have no problems setting up this system.
- I will reiterate, the speeds are great. I had another WiFi 6 router prior to this purchase that kept shutting down randomly. Hasn’t happened with this. Runs like a champ, but it better since I’d have to call in to get help if I can’t access the app.
- Works with as many devices in a home setting that you can throw at it. Between my wife and I working from home and the kids playing games there hasn’t been a stutter. I’m honestly surprised at how well the system has ran with the lack of options to control it.
Would I recommend it? Honestly not for the price.. if it were $200 then maybe I would but at a minimum of $500 starting I can’t see it making sense when you can but virtually any router form any other company that will allow you to make changes outside of just the app. Hope this helps someone.
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Tucker Willenborg
pratt76
RoderickRamone